This is a great case study from Callahan & Associates (creditunions.com) around Citadel FCU’s (https://www.citadelbanking.com/) efforts to improve their members’ digital experience. By way of some context, Citadel is a $2.8B asset CU based in Exton, PA.

I like the overall approach here – not just looking at this effort as a cosmetic website redesign, but taking a holistic look at the member experience as it relates to online and mobile: